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Exercises

1: Here is the opening sentence of a draft memo to top management about an automated phone system:

The ability to meet our customers’ needs is important to Icon’s success.

From the following choices, select the most appropriate replacement for this sentence.

  1. The only thing more important than fulfilling the current needs of our customers is being able to meet their future needs.

  2. The most important thing to Icon’s customers is whether their needs are met.

  3. It is very important to meet our customers' needs.

2: While memos need to be brief, they can cover several topics. True or false?
3: Here is the closing sentence of the draft memo from question 1:

We don’t know how you feel about this situation, but approving this proposal is extremely important to Icon’s future.

From the following choices, select the most appropriate replacement for this sentence.

  1. Without your approval, our research is useless.

  2. We need your written approval to upgrade the automated telephone system.

  3. Unless you approve this proposal, we feel the future of this service is in trouble.

4: Read the follow e-mail message and identify the ways in which it does not follow the e-mail guidelines specified in this unit.

Date: Thu, 21 Nov 2004 10:03:13 –0500

To: Susan Jackson <susan@icon.com>

From: Nancy Armstrong <nancy@icon.com>

Subject:

Hi Susan, the Icon International Employee Policies and Procedures Handbook is an essential document for company employees, as it contains information that they must reference for human resource and legal reasons. The handbook’s current structure is ineffective. Please review and reformat the handbook to assist the user in finding relevant information.

I know that before joining Icon International as a human resources assistant, you developed several employee policy and procedure documents for smaller companies. By the way, which companies have you worked with? Is the working environment here different from the other companies for whom you have worked? I remember you saying that the your previous company would give holiday packages to its employees. So, which places did you visit? Anyway, this experience, combined with your firsthand knowledge of Icon employees’ concerns, makes you the perfect person to ensure that this project is completed in an effective and efficient manner.

Nancy




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